Sophia Sarrazin
Kissimmee,FL
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic. Adept at working effectively unsupervised and quickly mastering new skills.
Hardworking employee with customer service, multitasking and time management abilities. Known for successfully handling escalated customer support issues.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Insurance Sales Agent
GEICO, Government Employees Insurance
08.2024 - Current
- Educated clients on insurance coverages and limits enabling them to make informed decisions regarding their coverage needs.
- Developed strong relationships with clients by building rapport through active listening and consistent communication and exceptional customer service.
- Contributed to company success by consistently meeting or exceeding monthly sales targets.
- Assisted in company projects (UIQ outbound)
Recovery Specialist/Customer Service Representative
The Zellman Group LLC
06.2011 - 12.2022
- Worked remotely for over 10 years. Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Collected payments over telephone, established repayment plans.
- Coordinated and cooperated with local agencies and organizations such as retail stores to establish restitution or civil penalty against shoplifters.
- Managed approximately 100 inbound and outbound calls per shift focused on obtaining required funds.
- Completed skip tracing to locate individuals responsible for past due balances.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Made outbound calls to obtain account information.
- Mentored new employees on procedures and policies to maximize team performance.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Airline Reservation Agent Supervisor (Maxjet)
Mindpearl
02.2008 - 01.2010
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Verified guest information and payment options ensuring accuracy and completeness.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Took reservations from patrons by phone or online.
- Processed various forms of payment and applied travel vouchers to help customers obtain tickets.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Reviewed completed work to verify consistency, quality and conformance.
- Monitored employee productivity to provide constructive feedback and coaching.
Technical Support Representative
Cablevision
02.2006 - 03.2008
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Supported customers with online billing, access and account issues.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting.
- Served as first point of contact for incoming technical service calls and emails.
Education
Bachelor of Science - Radiology
Valencia College
Orlando, FLAssociate of Applied Science - Early Childhood Education
Suffolk County Community College
Selden, NY05.2011
Skills
- Organizational Skills
- Reliable & Trustworthy
- Customer Service over 10 years
- Computer Skills software collex, Microsoft Office
- Supervision & Leadership
- Creole Fluency
- Calm and Professional Under Pressure
- Translation and Interpretation Services
- Inbound and Outbound Calling
- Product knowledge
- Rapport building
- Customer retention
- Insurance sales strategy
Certification
- Licensed insurance sales agent-08/2024 -
Languages
French
Limited Working
Creole
Native or Bilingual
Timeline
Insurance Sales Agent
GEICO, Government Employees Insurance
08.2024 - Current
Recovery Specialist/Customer Service Representative
The Zellman Group LLC
06.2011 - 12.2022
Airline Reservation Agent Supervisor (Maxjet)
Mindpearl
02.2008 - 01.2010
Technical Support Representative
Cablevision
02.2006 - 03.2008
Bachelor of Science - Radiology
Valencia College
Associate of Applied Science - Early Childhood Education
Suffolk County Community College
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